BUSINESS

RESPONSIBILITY
REPORT
Section A General information about the Company  

1 Corporate Identification Number L65993PN2007PLC130076

2 Name of the Company Bajaj Auto Ltd
3 Registered Address Mumbai-Pune Road, Akurdi, Pune 411035
4 Website www.bajajauto.com
5 Email Address brr.response@bajajauto.co.in
6 Financial year reported 1 April 2021 – 31 March 2022
7 Sector(s) that the Company is engaged in Auto
8 Three key products/services manufactured/ Motorcycles, three-wheeler and electric
provided by the Company scooters
9 Total number of locations where business Akurdi, Chakan and Waluj (Maharashtra)
activity is undertaken by the Company and Pantnagar (Uttarakhand)
10 Markets served by the Company India and 79 countries across the world

Section B Financial details of the Company

1 Paid up capital (INR) 289 crores

2 Total turnover (INR) 34,354 crores
3 Total profit after tax (INR) 5,019 crores
4 Total spending on CSR as percentage of Refer Annual Report for CSR activities
PAT (%)
5 List of the activities in which expenditure in 4 Refer Annual Report for CSR activities
above has been incurred

15th Annual Report 2021-22 l Bajaj Auto Limited 1

Business Responsibility Report

Section C Other details

1 Does the Company have any Subsidiary Yes (for details, refer Corporate Information
Company/ Companies? section in notes to Consolidated Financial
Statements)
2 Do the Subsidiary Company/Companies No
participate in the Business Responsibility
Initiatives of the parent Company? If yes,
then indicate the number of such subsidiary
Company(s)
3 Do any other entity/entities (e.g. suppliers, No
distributors etc.) that the Company does
business with, participate in the BR initiatives
of the Company? If yes, then indicate the
percentage of such entity/entities? [Less than
30%, 30-60%, More than 60%]

Section D BR information  

1 Details of Director(s) responsible for BR

(a) Details of the Director/Director responsible for
implementation of the BR policy/policies:
DIN Number 07464437
Name Mr. Pradeep Shrivastava
Designation Executive Director
(b) Details of the BR head:
DIN Number (if applicable) 05288401
Name Mr. Dinesh Thapar
Designation CFO
Telephone number (020) 66106300
E-mail id dthapar@bajajauto.co.in
Principle-wise BR policy/policies Included in this report
Governance related to BR Included in this report

2 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

PREFACE
As mandated by the Securities and Exchange Board of India (SEBI), India’s top
1,000 listed entities based on market capitalisation on the BSE and NSE, are
required to submit a ‘Business Responsibility Report’ (BRR) along with their
Annual Report for 2021-22. The report is required to be in line with the
‘National Voluntary Guidelines on Social, Environmental and Economic
Responsibilities of Business’ (NVGs), as released by the Ministry of Corporate
Affairs in July 2011.

Bajaj Auto Ltd. (‘BAL’ or ‘the Company’), to whom the said requirement is
applicable, presents its 10th BRR in line with the NVGs and BRR requirements
outlined by SEBI. This report provides information on key business
responsibility initiatives undertaken by the Company and can be assessed from
our website (https://www.bajajauto.com/investors/financial-and-operational-
performance).

The business responsibility performance of the Company is assessed annually

by BAL’s Board of Directors.

15th Annual Report 2021-22 l Bajaj Auto Limited 3

Business Responsibility Report

PRINCIPLE 1

Businesses Should Conduct and Govern Themselves with Ethics,

Transparency and Accountability

BAL is committed to conducting its business by adhering to the highest standards of professional
integrity and ethical behaviour. The Company adopted an enterprise-wide ‘Code of Conduct’ (CoC), which
is anchored on the key foundational values of ethics, transparency, and accountability. It addresses
subjects such as bribery, corruption, and compliance to the Company’s standards of business conduct
and ensures compliance with regulatory requirements. It is mandatory for all employees globally to
adhere to the CoC and are familiarised with it during their induction process.

BAL has a separate CoC for the Company’s Directors and Senior Management. It reiterates that
‘Directors and Senior Managers shall observe the highest standards of ethical conduct and integrity
and shall work to the best of their ability and judgment’. All Directors and Senior Management
personnel have affirmed compliance with this CoC. This Code of Conduct is also present on the
Company’s website (https://www.bajajauto.com/investors/policies-codes) for easy reference by all
stakeholders.

The CoC contains a ‘Grievance Redressal Policy’ and a ‘Whistle Blower Policy’ and in order to adhere to
BAL’s commitment, all employees have the liberty to raise concerns, if any, to the Company’s
Management. Three stakeholder complaints pertaining to the Company’s policies under Principle 1
were received in 2021-22. Two of them were resolved and third complaint, which was received in
March 2022, is in progress for investigation as of 31 March 2022.

BAL is a signatory of the World Economic Forum’s initiative, ‘Partnership Against Corruption Initiative’
(PACI). Furthermore, the Company is also a signatory to the Model Code of Conduct developed by the
Confederation of Indian Industry (CII).

PRINCIPLE 2

Businesses should provide goods and services that are safe and
contribute to sustainability throughout their life cycle

Innovation and technological development are critical aspects of BAL’s consistent success. The R&D
Division continuously works towards implementing various technological developments and enables
the Company to achieve new benchmarks in the industry. In Akurdi, the Company has a cutting-edge
R&D Centre where the management and senior leadership collaborate to enhance the synergy between
R&D, manufacturing, and sales.

Of the several products rolled-out by the Company, details of some of the new products launch that has
addressed social and environmental concerns are mentioned below

Product Social and Environmental Benefits

Pulsar N250 and F250

5 Bigger tires for improved stability and control (100/80-17 Front
l

and 130/70-17 Rear) enhancing safety to the customer

l5 Bi-functional Projectors LED Head Lamps for energy efficient
excellent road visibility, thereby increasing customer safety

l5 Rear Mono shock for better handling

l5 Mobile charger USB connectivity on Tank Flap, a location that is
convenient for the customer

l5 Instrument console with gear indicator, clock, fuel consumption,
distance to empty features leading to efficient use of the vehicle

l5 Environment-friendly engine that meets the BS6 exhaust and
evaporative emission regulations. Also, it is compliant to the
stringent Euro 5 regulation for the international markets.

4 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

l5 Customer comfort and fatigue free driving due to positive gear
shifting and light clutch incorporating Assist and Slipper (A&S)
technology.

l5 Viscous air filter element ensuring a consistent exhaust emission
performance.

New Chetak EV 5 The new Chetak EV system parts have been designed in-house
l

and developed locally

l5 Offers enhanced acceleration and climbing performance for the
customers
l5 Supplied with a charging cable assembly, which has multi-level
safety features such as shock protection to the user, charging
disabled in absence of firm earthing, and voltage surge protection.
l5 All the equipment come with aluminium casing. Aluminium being
a conductor, the thermal connection directly feeds to cells for
heat extraction.
l5 In-built fan and smartly designed air passages for effective
cooling.
l5 Reduced charging time leading to lower downtime for the
customer
RE 4S CNG / LPG MonoFuel
with Limphome feature l5 Launched new RE 4S CNG / LPG version with a Limphome feature
that enables drivers to continue using the vehicle even when the
gaseous fuel tank goes empty. Special feature of the vehicle is the
auto-changeover mechanism between gaseous and petrol
versions even when the vehicle is running.
l5 Improved start ability with fuel injection in both modes, thereby
improving life of starter motor.
l5 Use of high strength steels in the new RE 4S offers better
durability and weight benefits.
l5 All versions come with tubeless tyres that have been configured
for better rolling resistance, which results in improved fuel
efficiency and lower emissions. Tubeless tyres ensure that in case
of a puncture, the tyre does not lose air pressure instantly and lets
the vehicle continue to run without any safety concern.

Sustainable Sourcing
In order to integrate a safe and eco-friendly approach throughout the supply chain, BAL has a ‘Green
Purchasing Policy’, which lists out the Company’s expectations from suppliers pertaining to water,
energy and natural resource conservation.

Local vendors are given preference whenever possible, and the Company has identified certain vendor
clusters near each of its operations, resulting in overall socio-economic development and the creation
of local job opportunities. BAL continues to maintain robust engagement with its vendors through the
‘Bajaj Auto Vendor Association’ (BAVA), which comprises of 240 members. Currently, 135 of these
members are ISO 14001/OHSAS 18001 certified. Going forward, the Company plans to make these
certifications a mandatory requirement for all of its vendors.

Safety has always been an important aspect of BAL’s working culture and it has been the Company’s
constant endeavour to extend this safety culture among all its vendors. To this end, the BAVA Safety
Committees have been formed at Chakan, Waluj and Pantnagar to institutionalize safety among the
Company’s vendors. Each committee consists of safety officers and HR heads of BAVA members in that
cluster. All members in the committee are provided with regular safety trainings including specialized
Behaviour Base Safety (BBS) trainings. A total of 194 cumulative safety cross-audits have been
conducted among vendors within these clusters. Conducted by the members of BAVA Safety
Committees, these audits not only serve to assess the vendor safety practices but also function as a
platform for sharing best practices and cross-learning among the BAVA members. In April 2021, BAL
initiated a process of self-safety audit as per the standard check sheet, which is being established at
the vendor’s end. The check sheet was further modified based on the inputs received from the
Directorate of Industrial Safety and Health (DISH) and BAL’s expertise and communicated to vendors.

15th Annual Report 2021-22 l Bajaj Auto Limited 5

Business Responsibility Report

The Company has completed 59 third-party legal and environmental audits of its vendors. Based on the
closure of all Nonconformity (NCs) / Observations and detailed secondary research, a comprehensive
list of applicable regulations for vendors has been created. In addition, a portal has been developed for
all the BAVA members to upload their compliance status against these requirements. This portal is also
used for sending alerts to ensure timely renewal actions. All the changes in the relevant laws are
communicated to vendors in a timely manner and the same is updated on portal for their reference.

BAL has a Total Productive Maintenance (TPM) Policy, which assists Tier I and Tier II vendors to enhance
their operational, human and cost efficiencies. Continuous improvement on SHE (Safety, Health and
Environment) parameters is an important element of it. In 2021-22, 175 Tier I vendor groups and 298 Tier II
vendors were practising TPM. To advance the adoption of TPM, the Company has instituted the TPM Awards,
which recognize best TPM performing vendors. Cumulatively, 128 BAL TPM Awards and 71 BAL TPM
Excellence Awards have been awarded to vendors. Furthermore, 25 vendors have been recognized with the
JIPM TPM Excellence awards and 13 vendors have received JIPM TPM Excellence Consistency Award.

One of the focus areas in TPM is yield improvements in raw material weights through adoption of
various process improvements, alternate processes, and efficiency improvement initiatives. These
initiatives are expected to achieve efficiencies in overall raw material consumption over a period of
time, thereby leading to positive environmental impacts.

BAL also encourages its vendors to adopt best practices in energy conservation, including promotion of
solar panel installation at major vendor locations. Currently, 39 vendors have installed roof-top solar
projects (cumulative 35 MW capacity) at their premises, resulting in generation of green power and
reduction in greenhouse gas emissions.

Further, on waste management, the Company primarily engages with authorized recyclers for the
entire process from disposal to recycling of wastes such as used oil, batteries, and paint sludge,
amongst others.

PRINCIPLE 3
Businesses should promote the wellbeing
of all employees

The overall female BAL is committed to investing in skill and competency building of its
GTE hire has gone up employees and ensuring their overall progress and well-being, while
driving a culture of performance excellence within the Company. During

18% the financial year 2021-22, BAL hired 3,799 employees, including 275
permanent employees, 311 on probation, 3,183 trainees (including 222
interns) and 30 fixed-term contractual employees. The total headcount
stood at 10,134 employees as of 31 March 2022. Each of the four plants
have Company-recognised trade unions, and 35% of the employees are
members of these unions. Currently, BAL has 17 specially-abled
permanent employees. As an equal opportunity employer, BAL
promotes diversity and inclusion, and encourages employment of
women across the organization. The overall female Graduate Trainee
Engineer (GTE) hire has gone up from 2% in 19-20, 8% in 20-21, 18% in 21-22. We partnered with India
Diversity Forum as founding member which has helped us brand Bajaj Auto as a diversity focused
organization culminating in 14k+ likes on LinkedIn. We are ranked 115 out of 334 participants in a
diversity survey of Best Companies for Women in India Award, conducted by Working Mother and Avtar
Best Companies for Women in India (BCWI). As on 31 March 2022, the Company has 667 women
employees with almost 64% of women working in manufacturing plants and in engineering.

BAL has a ‘Prevention of Sexual Harassment at Workplace’ (POSH) policy with the aim of ensuring
safety and security of its women employees. No complaints were filed relating to child labour, forced
labour, involuntary labour, and sexual harassment during the financial year under review.

Ethics and values have always been the core elements of BAL’s operations and the Company takes
stringent actions against any violation. BAL strives to ensure that its Code of Conduct policy is
implemented in the organization effectively and encourages its employees to report any incidents of
violation without fear of hierarchy or retaliation. The Company has partnered with Integrity Matters ®
for Bajaj Auto Ethics Helpline. The employees can report any ethical violations including violations of

6 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

Code-of-Conduct, policies, or any legal compliance through this helpline. While employees are
encouraged to report in a transparent and open manner, the reporting can also be done anonymously.

The Company has been evaluating advanced digital technologies such as Virtual Reality (VR) and
Augmented Reality (AR) for learning delivery. These technologies have significant potential to help us
leapfrog our competition in terms of training delivery for Diploma Trainee Engineers and Line
Engineers.

Complaints filed during BAL has partnered with Librarywala, an online book and
the year relating to digital library, for its employees belonging to the mid
management cadre and above. The offering provides
• Child labour access to over 1,00,000 physical books, doorstep delivery
• Forced labour and pick-up, and availability of e-books in 10+ languages,
among other benefits.
• Involuntary labour
• Sexual harassment BAL has launched UTSAH, which is a state-of-the-art
wellness and recreational facility spread across 6.5 acres
in Akurdi, for all its employees. As part of the UTSAH launch, a new library facility was also inaugurated,
which has been built on a world-class Library Management System helping the Company to automate
all the activities with minimum human intervention.

As an employee-centric organization, BAL has been providing continuous and constant support to its
employees through various measures and initiatives. In this regard, during 2021-22, a compassionate
benevolent scheme was introduced to support the families of employees who have passed away due to
the COVID-19 pandemic. Under this intervention, the Company extended its help in the following manner:

l BAL would pay Monthly Gross Salary (excluding retirals) up to a maximum of INR 2 lakh p.m.
for 24 Months
l BAL would provide education assistance for up to 2 children until they complete their
graduation degree
l The benefits under the hospitalization insurance policy will be extended up to a period of
60 months for the spouse and up to 2 children till 25 years of age.

Bajaj Auto’s recreational facility for employees – 'Utsah'

After a successful first phase of the COVID-19 vaccination drive for its employees aged above 45 years,
in association with local authorities, BAL launched a dedicated vaccination drive for all employees
aged over 18 years across all its plant locations. The facility also covered the family of the employees.
Furthermore, the Company extended the vaccine support to all its contract employees and their families.

The Company launched an initiative – Doctor 24x7, which is a teleconsultation app that enables all its
employees to virtually consult with well-qualified doctors, medical practitioners, and experts across
India at zero cost. More than 5,000 employees have already installed and started using the services.
The Company has also launched 1 to 1 help, an 'Employee Assistance Program' aimed at catering to the
employee's emotional and psychological needs.

15th Annual Report 2021-22 l Bajaj Auto Limited 7

Business Responsibility Report

PRINCIPLE 4
Businesses should respect the interests of, and be responsive
towards all Stakeholders, especially those who are
disadvantaged, vulnerable and marginalised.
Adhering to the core tenets of fairness and non-discrimination, the Company provides equal opportunity
to all its employees and has established processes to ensure that no form of discrimination against the
socially disadvantaged sections occurs at the workplace. Launched in 2006, the ‘Code of Conduct for
Affirmative Action’ formalizes this commitment and ensures that equal preference is given to people
from socially disadvantaged sections of the society ensuring that merit and other business
considerations are equal. During 2021-22, BAL recruited 3,799 new employees of which 376 (10%)
belong to scheduled castes and scheduled tribes.

of new employees
recruited belong to
scheduled castes and
scheduled tribes
BAL has mapped its internal and external stakeholders and identified
the disadvantaged, vulnerable and marginalized stakeholders. The
Company selects its Corporate Social Responsibility (CSR) proposals,
which undergo multiple reviews including field visits prior to a final
review by the Board CSR Committee. In 2021-22, each of BAL’s CSR
partners have undertaken detailed stakeholder engagement and
beneficiary selection exercises. Also, a total of 1,250 beneficiaries were
contacted via 1,150 surveys/focussed group discussion and one-to-one
stakeholder interviews through this exercise.

PRINCIPLE 5
Businesses should respect and
promote human rights.

As a responsible global organization committed to the universally agreed principles of human rights,
BAL values integrity of all regulations. The Company ensures compliance with all applicable laws and
strives to uphold the human rights of all its internal and external stakeholders. A quarterly legal
compliance report is also submitted to the Company’s Board of Directors. In 2021-22, BAL recorded
zero complaints against violation of human rights.

PRINCIPLE 6

Business should respect, protect, and make efforts to

restore the environment.

In order to integrate a safe and eco-friendly approach throughout the supply chain, BAL has a
‘Green Purchasing Policy’, which lists out the Company’s expectations from its suppliers pertaining to
water, energy and natural resource conservation. The Company ensures that its suppliers adhere to
ethical conduct related to Environment, Health & Safety and other aspects such as Human Rights and
Child Rights.

BAL is committed to creating and preserving a cleaner environment and has aligned its sustainability
practices across the entire value chain, including product development, plant operations and the supply
chain. Towards this, the Company continuously strives to reduce the impacts of its operations on the
environment through sustainable practices and responsible use of resources. BAL follows the mission
statement to be “Distinctly Ahead” in creating the benchmarks for resource conservation, maximizing
use of renewable energy, and pollution control throughout its product realization cycle. Additionally, the
environmental risks are captured in the SHE MS Documents and are periodically updated through an
annual review.

8 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

Below are the key highlights of the plant-wise SHE

initiatives and performance:
Akurdi Plant
l Use of Induction LED for street lighting, shop lightings and office fittings
l Use of energy efficient pumps for Effluent Treatment Plant and water supply
l Use of Solar Power from roof top 3.22 MWp solar power plant
l Optimum utilization of energy in water chillers for R&D process area
l Efficient use of Sewage Treatment Plant (STP) treated water for gardening
l Electrical savings of over INR 3 crores in 2021-22 from use of renewable energy

Chakan Plant
l 1.3 % decrease in specific Power Consumption (Unit/Vehicle)
l 1.5 % decrease in specific PNG Consumption (Kg/Vehicle)
l 3.6 % decrease in specific Water Consumption (m3/Vehicle)
l 5.8 % decrease in specific Carbon emission (kg/Vehicle) Scope 1 and 2 emission
l Rainwater harvesting in pond of 83,500 cubic meter.
l Chakan Plant is ‘Water Positive Plant’ as it ensures higher annual ground water recharge than
plant water consumption
l Composting of food waste using Black Soldier Flies (BSF) larva
l Installed Reverse Osmosis (RO) plant for treating Effluent Treatment Plant (ETP) treated water,
which is used in paint shop- Installation of RO Stage 2 plant. MEE plant commissioning in progress
l Sustainable Practice in Hazardous Waste disposal – 70% of Waste Paint Sludge is sent for
recycling instead of Incineration / Landfill
l Clean Energy Generation of 21.2 lac unit from 2 MWp Rooftop Solar Plant and reduction
of 1,782 tons of carbon emission
l Planted ~200 fruit sapling in 2021-22; cumulative number of trees of varied species planted till
date: 46,850

Pantnagar Plant
l Despite lesser production and higher power load due to equipment addition, BAL was able to
sustain specific power consumption in terms of units/Vehicle.
l 11.7% decrease in Specific PNG Consumption (Kg/Vehicle)
l 3.8% decrease in Specific Water Consumption (m3/Vehicle)
l 32.3 % decrease in specific carbon emission (kg/Vehicle) scope 1 and 2 emission
l Trained 16,085 contractual workmen and 1,813 BAL employees on SHE Topic
l Rainwater storage pond of 47,000 cubic meter

Rooftop Solar Plant at Pantnagar

15th Annual Report 2021-22 l Bajaj Auto Limited 9

Business Responsibility Report

l Clean Energy Generation of 10.6 lacs unit from 1 MWp Rooftop Solar Plant resulted in reduction of
893 tons of carbon emission
l Constructed new rainwater storage ponds for water conservation improving the storage capacity
from 25,000 KL to 47,000 KL and therefore making Pantnagar a ‘Water Positive Plant’

Waluj Plant
l 9.2% decrease in specific Power Consumption (Unit/Vehicle)
l 9.3% decrease in Specific LPG Consumption (Kg/Vehicle)
l 0.04% decrease in Specific Water Consumption (m3/Vehicle)
l 24.2 % decrease in specific carbon emission (kg/Vehicle) scope 1 and 2 emission
l Trained 4,517 contractual workmen and 949 BAL employees on SHE Topic
l Sustainable Practice in Hazardous Waste disposal – 35% of Waste Paint Sludge is sent for
recycling instead of Incineration / Landfill

Ground Water Recharge at Waluj

l Clean energy generation of 53.2 lac unit from 5-Megawatt peak (MWp) Rooftop Solar Plant and
reduction of 4,588 tons of carbon emission
l Several water conservation techniques implemented such as condition-based cleaning of
Pre-Treatment Cathodic Electro Deposition (PTCED) Water Tanks, Demineralised (DM) Water
conservation by automation, Use of RO water directly for DM water generation, etc. This led to
water savings of 2,180 KL/ month
l Waluj Plant is ‘Water Positive Plant’ as it ensures higher annual ground water recharge (8 lac KL)
than plant water consumption (4.5 lac KL)
l Reduced LPG consumption at Phosphate stage by reduction in C-hanger heat load & optimising
tank size at paint shops. This led to LPG savings of 144 Kg / day
l Planted approximately 500 fruit saplings in 2021-22; cumulative number of trees of varied species
planted till date stood at 61,402

HEALTH AND SAFETY

Akurdi
l 9 mock drills conducted, and SHE Trainings provided to 803 contract employees and
138 BAL workmen

Waluj
l 78 mock drills conducted, and 314 Safety Trainings were provided to 7,121 BAL employees and
contractual workmen
l 49 Health and Safety Audits were conducted in 2021-22

10 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

l Utilization of digital platform for worker's participation and engagement in safety management
system via organizing online safety quiz on digital portal
l Formation of machine health and hygiene check mechanism to ensure advanced engineering
control sustenance on machineries.

Chakan
l 12 mock drills conducted, and 27 Safety Trainings provided to 5,945 BAL employees and
contractual workmen
l 39 Health and Safety Audits were conducted in 2021-22

Pantnagar
l 23 mock drills conducted, and 583 trainings held for 17,898 BAL employees and
contractual workmen
l 50 Health and Safety Audits conducted in 2021-22
l Development of structure for Vertigo Test – Proactive capturing of fall prone cases
l HD of vertical lifeline on Jig tripping and Hot water generator chimneys – Prevention of
serious accident due to fall
l Positive locking of lifting tools and tackles – Prevention of accidents during heavy
material handling
All emissions and waste generated by the Company are within the limits defined by the Central
Pollution Control Board (CPCB) and State Pollution Control Board (SPCB). One Show Cause Notice was
served during the CTO application by the Maharashtra Pollution Control Board (MPCB) to the Akurdi
Plant. The same was satisfactorily resolved in consultation with MPCB.

PRINCIPLE 7

Businesses, when engaged in influencing public and regulatory

policy, should do so in a responsible manner.

As a responsible corporate citizen, BAL actively engages with several industry associations and
government bodies to present its views on setting up of new industry standards and regulatory
developments related to the automotive manufacturing industry, at both domestic as well as global
platforms. The Company’s ongoing dialogues through these platforms cover a wide range of areas,
which include governance and administration, economic reforms and inclusive development policies,
among others. BAL aims to bring about a positive impact in the business ecosystem of the automotive
manufacturing industry through such engagement. Listed below are some of the key industry
associations of which BAL is member:

l Confederation of Indian Industry

l Society of Indian Automobile Manufacturers
l Federation of Indian Export Organizations
l The Automotive Research Association of India
l Mahratta Chamber of Commerce, Industries and Agriculture
l National Safety Council
l The Advertising Standards Council of India
l Indian Merchant Chamber
l Bombay Chamber of Commerce and Industry

15th Annual Report 2021-22 l Bajaj Auto Limited 11

Business Responsibility Report

PRINCIPLE 8
Businesses should support inclusive growth and
equitable development.

Since the inception of the Corporate Social Responsibility Rules in 2014, the Bajaj Group has partnered
with more than 400 NGO partners to support interventions in the areas of health, education, women
empowerment, and environmental sustainability. Bajaj Group has spent over INR 1,600 crores till date
towards these projects.

In 2021-22, the Bajaj Group undertook a revisioning exercise for CSR and agreed to focus on ‘Skilling’
as a common flagship priority across the Group companies. In addition, BAL decided to focus on
challenges faced by ‘Fenceline’ communities who are adjacent to the manufacturing facilities and work
towards improving the quality of life for these communities.

Our Activities
A. Health
In 2021-22, BAL has contributed INR 39 crores towards different health segments. The COVID-19
response activities have continued to remain a priority this year with INR 12 crores contributed towards
mitigating the impact of the crisis. Highlights of some key interventions in 2021-22 under the
Healthcare sector include:

Response to COVID-19 second wave: BAL has been a core supporter of project #MissionVayu, an
industry led effort by Maratha Chamber of Commerce Industries and Agriculture (MCCIA) to alleviate
impact of the pandemic. As a part of this initiative, the Company has:

l Supported distribution of 69 BiPAPs and 400 oxygen concentrators

l Supported installation of 4 oxygen plants in key rural hospitals in Pune District to alleviate the load
on the Pune urban health infrastructure
l Provided more than 200 oxygen supported beds in different parts of Pune district

Mobile Health Care Unit

12 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

l Supported distribution of 4,000 jumbo oxygen cylinders to NCT Delhi via

Give India Foundation, Delhi
l Provided support for setting up of 2 oxygen plants in key government hospitals of West Bengal

BAL has also supported various partner led projects to fight the COVID-19 crisis key among which include:
l Carried out community outreach for vaccination in hard-to-reach sectors of the community with
support of the Pune Zilla Parishad to increase the coverage of vaccination. Total 8,80,00 people
were vaccinated through this support
l Extended support to Kailash Satyarthi Children’s Foundation towards distributing COVID care kits
comprising oxygen concentrators and pulse oximeter to 258 registered Child Care Institutes (CCIs)
in Rajasthan and Maharashtra. 12,900 children have benefitted through this support.
l Extended support to MAHAN Trust to create community plus hospital-based interventions in
Melghat region of Maharashtra

Additionally, the Company has continued to support other ongoing Health (non-COVID) projects such as:
l Support to Prashanti Cancer Care Mission towards breast cancer research
l Support to MAHAN Trust to reach out to 33,000 malnourished tribal children in the Melghat region
of Maharashtra
l Support to Arohi to create access to quality healthcare in rural Kumaon. Through this support, BAL
has benefitted 3,249 people from Okhalkhanda Block (Nainital district) with primary as well as
secondary healthcare support.
l Support to Parivartan Trust through its mental health programme

2. Education
BAL focuses on primary education with an aim to address issues related to:

l Low learning outcomes

l Early childhood education
l Dropouts and lack of access to formal schooling

Total contributions made to the Education initiative in 2021-22 was INR 14 crores. Some of the key
interventions made in 2021-22 under the education sector include:

Book distribution by Room to Read

15th Annual Report 2021-22 l Bajaj Auto Limited 13

Business Responsibility Report

l Fellowship and Beyond the Classroom program with Teach to Lead: The project under the
Fellowship program supports 100 fellows from top institutes and trains them to serve as full time
teachers for children from low-income communities in some of the nation’s most under-resourced
schools. ‘Beyond the Classroom’ initiative also partners with 4 of its alumni organizations to
support BAL sponsored schools with activity-based learning.
l Literacy program with Room to Read: The program is ongoing in Maharashtra and Uttarakhand,
covering 18,600 children from 120 schools. It envisions to reach additional 33,480 children in the
coming time by engaging with teachers to provide them with training and support.
l The ‘Wings of Doon’ program: The ‘Wings of Doon’ program in collaboration with the Aasraa
Trust aims to provide mentorship, guidance and educational support to children who have been
successfully mainstreamed into regular schools. The project is ongoing in 8 government schools
and is benefitting 2,923 children.

In addition to the above, BAL has provided infrastructural support to 7 NGO partners to set-up schools
for children. Highlights of such projects include:

l Hostels and residential quarters at Shiksha Mandal's Bajaj Institute of Technology, Wardha
l Support to police public school, Aurangabad for construction of classrooms

3. Livelihood
The Company recognizes the need to empower and uplift the urban and rural poor in the country so
that they can generate sustainable and joyful livelihood opportunities for themselves and their families.
Total contributions made towards the livelihood sector in 2021-22 is INR 7 crores. Some key
interventions made in 2021-22 under the livelihood sector include:

l Incorporating multi-skill foundation course through LAHI: The project seeks to address the issues
of low-quality delivery of vocational course in secondary and higher secondary schools in the
states of Rajasthan and Uttarakhand by providing in-house technical management expertise. The
project intends to achieve the following results:
o Revision in state policy to scale up vocational education in both states
o Benefit 2,000 children through multiskilled vocational educational programs in the trades
such as general engineering, energy and environment, Food processing, and Healthcare and
Gardening, amongst others.
l BAL is also supporting Bandhan Konnagar to develop hardcore poor by developing them as
entrepreneurs in Udhamsinghnagar and supporting the research program on financial sector and
sub-national economic reforms by the Center for Social and Economic Progress in Delhi.

Bajaj Youth Entrepreneurship Development Program in partnership with BYST: BAL partnered with
BYST to commence an exclusive B.A. program in the Aurangabad district. The idea behind BA-BYST
Youth Entrepreneurship Development Programme (BYST-EYDP) is to assist the disadvantaged youth in
developing business ideas into viable enterprises under the guidance of a mentor. The enrolled young
entrepreneurs are nurtured till they reach a level where they are not only self-sufficient, but also able
to make successful contributions to society through creation of wealth and employment.

4. Environment and Natural Resource management

BAL has adopted an environment-friendly approach across all its initiatives, manufacturing processes
and technological innovations. The same is extended through its CSR programs as the Company
supports multiple initiatives such as water conservation in the drought-prone districts of Aurangabad,
Rajasthan, respectively and spring revival in the distant locations of Kumaon. Total contributions made
in this sector include INR 5 crores

Key intervention made in 2021-22 under the Environment and Natural Resource Management include:

l Bajaj Water Conservation Project (BWCP): The Bajaj Water Conservation Project covers close to
150 villages in Aurangabad – covering a geographical area of close to 1 lakh Ha. It brings together
6 NGOs, including Jankidevi Bajaj Gram Vikas Sanstha, working on water conservation and
strengthening of community water stewardship. The project has completed the construction of
119 new and 242 repair of water harvesting structures in 2021-22.

14 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

Jankidevi Bajaj Gram Vikas Sanstha (JBGVS) is a Registered Society and a Trust that functions as BAL’s
in-house NGO. JBGVS works in 450 villages and about 15 slums in the 5 core districts of Pune,
Aurangabad, Wardha in Maharashtra, Sikar in Rajasthan, and Udhamsinghnagar in Uttarakhand. The
Integrated Rural Development Project is a flagship intervention of JBGVS cutting across the themes of
water, health, education, livelihood, and micro-entrepreneurship, amongst others. The project is
designed as a 'Holistic Rural Development Programme' that seeks to bring about dignified and healthy
living among the rural communities and strengthen community self-governance in 245 villages.

Third party assessment of CSR projects was initiated basis the Board CSR Committee instructions from
2019-20. This included a mix of End Term assessments as well as Mid Term assessments of larger
projects. Agencies are selected via the established vendor selection process. In addition to project
impact assessments, detailed (voucher level) financial audits were piloted in 2021-22.

PRINCIPLE 9

Businesses should engage with and provide value to their

customers and consumers in a responsible manner

BAL is a firm believer in the philosophy of ‘Customer First’, which is a fundamental driver for
business excellence. Guided by its Quality Policy, the Company uses various modes such as service
centers, web-based interfaces, dealer showrooms, social media and call centers to engage with its
customers and seek feedback for continuous improvement and enhanced customer experience. BAL
also ensures regular engagement with local service providers through structured familiarization
programs and trainings.

Motorcycles:

Underlining its truly global customer base, BAL continues to build on the brand identity of ‘The World’s
Favourite Indian’ that reflects the presence of BAL as a market leader in several countries across the
world. In line with BAL’s business vision, its Motorcycle Business has adopted TPM, The Prime mover
towards Excellence, to continuously improve its core competence in Service. The Company has rolled
out the TPM concepts across all BAL dealer workshops and all of them are actively practicing the TPM
methodology. 120 of BAL’s dealerships are now TPM certified.

BAL service has always kept customer satisfaction as its key priority. NPS
and Digitization are at its center. With the aim of improving transparency for
customers, customer journey is now scripted digitally and moving towards
of the emails paperless service operations at the dealerships. The response time towards
customers has been phenomenal; 90% of the customers are being
being responded responded within one hour and 98% of the emails being responded
within 10 minutes within 10 minutes.

During 2021-22, BAL’s domestic motorcycle service team worked on back-end and front-end app, in
order to bring greater transparency and efficiency of operations. This app is based on 11 key moments,
which were obtained from detailed customer feedback based on the Net Promoter Score (NPS).

BAL’s Service Strategy is aimed at delivering an exceptional customer experience at workshops, which
is coined as Customer Success. The key elements being:
l to step up the capability of channel and internal team
l to enhance the quality of network along with culture transformation at the workshops
l to instigate best in class norms for upcoming workshop under their ambitious project termed as
NEXGEN Workshop
l to bring about more rigor on process and system compliance and bring along digital
transformation.
l to achieve desirable business outcomes through improved Net Promotor score and dealer
workshop revenue growth

15th Annual Report 2021-22 l Bajaj Auto Limited 15

Business Responsibility Report

To ensure safeguarding of customers warranty terms and conditions and to give them a hassle-free
riding experience, BAL has launched exclusive SECURE Program in India under which value added
services are sold such Annual Maintenance Contract (AMC), Roadside Assistance (RSA), and Any Time
Warranty (ATW), amongst others.

To further transform the customer experience, BAL has launched a project to establish benchmark
workshops across the industry and termed it as NEXGEN. Under this initiative, BAL has worked
immensely on strengthening Digital Transformation and addressing the feedback obtained from the Net
Promoter Score (NPS). In a drive of transformation, the Company is upgrading infrastructure of dealer
workshops to make its facility more pleasing for customers and highly efficient for the workshop team.
At the same time, digitization has brought transparency in areas of service cost and helped our
customers with online service booking facility, menu servicing options, monitor vehicle status from the
comfort of home, and hassle-free payment systems.

Furthermore, the Company is also working on revamping the infrastructure of Authorized Service
Dealers (ASD) and creating an app to assist its development and thereby ensuring uniform service
experience for our customers PAN India.

Commercial Vehicles:

With the aim of moving towards sustainable practices, Bajaj has launched its ‘CNG Behtar Hai’ initiative.
This campaign is focused on driving the customers towards a more environment-friendly fuel type, that
is, CNG. This drive would also enable customers to increase their income owing to better operating
economics of this fuel type. Additionally, this project is in line with the Indian government’s efforts to
promote eco-friendly mode of commuting.

BAL has embarked on a wide scale promotion of CNG vehicles to provide superior economy and drive
comfort of alternate fuel (CNG) to customers. This is aided by government’s expansion of CNG pipeline
in new areas. This promotion is currently running in more than 160 districts in India.

BAL has further continued its ‘Swarozgar Campaign’ and the ‘Driver Bane Malik’ initiatives. The
Swarozgar Campaign gives opportunity to the rural and unemployed youth to enter the three-wheeler
business. Under the Driver Bane Malik initiative, assistance is provided to contract drivers to help them
in purchasing their vehicles.

To enhance customers’ experience at BAL’s dealerships, the Company has started to capture the
feedbacks and measure the NPS score at main dealerships. Currently, the NPS initiative is running at
104 dealerships and proactive actions are being taken to improve the processes. Moreover, the
Company has dedicated call center in place to do in-bound and out-bound customer call for concern
addressal and feedbacks. Currently, 64 cases are pending on the Consumer Forum, however, no
complaints are logged at national consumer grievance portal.

Electric Vehicle:

The electric vehicle launched by BAL in 2019-20 – ‘Chetak’, is now available for booking in 20 cities
across India. Besides being environment-friendly with zero emissions, Chetak is much quieter to run
than the petrol-powered two-wheelers and at the same time it provides a safe and comfortable
experience to its riders. The process of purchasing the vehicle is simple and is completed online
through the Chetak e-commerce portal. This includes booking, uploading documents, choosing the
financing and insurance option, and then finally making the payment. The customer needs to visit the
store only for document verification and to receive the final delivery.

16 Bajaj Auto Limited l 15th Annual Report 2021-22

 Business Responsibility Report

To further improve the online experience to a prospective owner, an ‘e-showroom’ has been put in
place on the Chetak website (www.chetak.com), that largely replicates the in-showroom experience.
In addition to this, the FAQ section of the website is built in such a way that it answers almost all
technical queries of customers. From the history of the brand, to a complete virtual tour, ushered by
an AI-powered assistant, the e-showroom offers a best-in-segment online buying experience.

With the aim of continuously improving the customer satisfaction levels, customer feedback is collected
at various points in the customer’s purchase journey, right from the test ride to the delivery. With the
early set of owners providing positive feedback on the product as well as the experience, the Chetak is
primed to build on its initial success.

BAL has a robust mechanism in place to receive and respond to consumer complaints and feedback.
A unique identification number is generated and given to the customer. All complaints are digitally
recorded and monitored. The Turnaround time (TAT) for consumer complaints is always maintained
<5 days for all <300 complaints received. Further, the Company has a dedicated call center to respond
to all complaints. During the year under review, no customer survey was carried out by the Company.

15th Annual Report 2021-22 l Bajaj Auto Limited 17